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Process Analyst - Entitlements Support
London Stock Exchange Group
posted 1hr ago
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Flexible timing
Key skills for the job
Job Description
- Role Responsibilities Key Accountabilities:
- Displays proficiency and eye for business in troubleshooting, leading irate customers, handling client concerns, coordinating nonconforming data issues, handling difficult customer communications (chat, mail, call) daily.
- Formulate and leads structured on the job training, mentoring for job specific tasks.
- Builds and maintains cordial partnership and cross functional counterparts which will help in expediting, de-escalating and effective management of service results during exception handling
- Challenges status quo, initiate process improvement changes and projects.
- Plays a key role in validating and checking process adherence and protocols from business partners.
- Efficiently reports on lead time, quality, process trending with relevant analysis, online assessment and inference related to process and business.
- Perform management duties in a back-up capacity in absence of supervisor/team lead.
- Coordinates client relationship during product and service fulfilment.
- Champions communication between key operational groups on service-impacting incidents.
Qualifications Experience:
- Previous experience in Order to Cash / customer support functions.
- Applies general knowledge of business, developed through education, to make informed judgements.
- Good data interpretation skills
- Has excellent focus for accuracy, completeness and improvement for assigned tasks which leads to providing an excellent customer experience
- Ability to prioritize and has attention to details
- High curiosity about learning and champions effective collaboration
- Should possess excellent written and verbal communication skills
- Ability to work independently on multiple activities, showing appropriate level of prioritization and critical issue management skills
- Should be willing to work in ANY SHIFT SCHEDULE
Employment Type: Full Time, Permanent
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